Service Desk Analyst Resume Example & Writing Guide

Use this Service Desk Analyst resume example and guide to improve your career and write a powerful resume that will separate you from the competition.

If you’re a highly organized person who thrives in a fast-paced environment, you might be ready to make the move into customer service. And if you have great customer service skills paired with a passion for technology, you might be well suited for a role as a customer service desk analyst.

As a customer service desk analyst, you’ll be responsible for fielding customer questions and concerns, as well as providing support to your company’s customers through various channels like phone, email, chat, or social media. You’ll need to have a solid understanding of the company’s products or services as well as an understanding of how customers interact with those products or services.

Here are some tips plus an example to help you write a great customer service desk analyst resume that hiring managers will love.

Mary Thompson
Los Angeles, CA | (123) 456-7891 | [email protected]

Proven service desk analyst with experience in providing world-class customer service and technical support to end users. Demonstrated ability to quickly learn new software and troubleshoot issues in a fast-paced environment.

Golden Gate University Jun '10
B.S. in Information Technology
Company A, Service Desk Analyst Jan '17 – Current
  • Provided technical support for the company’s software products and services to customers via phone, email, chat, or remote access.
  • Troubleshot customer issues with a focus on delivering high-quality service that meets or exceeds customer expectations.
  • Documented all incidents in ServiceNow and ensured proper escalation of complex issues through appropriate channels.
  • Assisted with implementation projects by providing expertise in specific areas such as network infrastructure, application deployment, etc..
  • Participated in internal training opportunities regarding new technologies and processes within the organization.
Company B, Service Desk Analyst Jan '12 – Dec '16
  • Provided end-to-end support for a variety of hardware and software issues, including operating system problems, printer malfunctions and application errors
  • Responded to email inquiries from employees regarding general IT questions or requests for assistance with common computer problems
  • Created detailed documentation on all completed projects, outlining the steps taken to resolve an issue
  • Collaborated with management team to create new procedures for tracking open tickets and responding to customer requests
  • Achieved 95% first call resolution rate by following up on every ticket until it was resolved
Company C, Service Desk Trainee Jan '09 – Dec '11
  • Acted as the first point of contact for customers seeking technical assistance over the phone or email.
  • Logged all customer queries and incidents in the ticketing system and provided status updates to customers.
  • Followed up with customers to ensure their technical issues were resolved and that they were satisfied with the level of service received.
  • Microsoft Certified Solutions Expert (MCSE)
  • Microsoft Certified Systems Administrator (MCSA)
  • Apple Certified Support Professional (ACSP)

Industry Knowledge: ITIL, SLA Management, Incident Management, Problem Management, Change Management, Capacity Management, Release Management
Technical Skills: Microsoft Office Suite, HP Systems Insight Manager, BMC Remedy
Soft Skills: Problem Solving, Communication, Teamwork, Conflict Resolution, Leadership, Attention to Detail

How to Write a Service Desk Analyst Resume

Here’s how to write a service desk analyst resume of your own.

Write Compelling Bullet Points

The best way to make your resume stand out is to use specific examples and numbers. So rather than saying you “assisted customers via email and phone,” you could say that you “assisted 20 customers via email and phone each day, resulting in a 98% satisfaction rate.”

The second bullet point is much stronger because it provides specific details about what you did and the results of your work. And it also includes a quantifiable number to demonstrate your level of involvement.

Identify and Include Relevant Keywords

Applicant tracking systems (ATS) are used by companies to help manage the influx of resumes they receive for open roles. These programs scan your resume for certain keywords related to the job opening. If your resume doesn’t include enough of the right terms, the ATS might filter out your application before a recruiter ever sees it.

One way to make sure your resume makes it past the ATS is to include keywords that are commonly found in help desk analyst job postings. Here are a few examples:

  • Active Directory
  • Technical Support
  • Windows Server
  • Troubleshooting
  • Windows 7
  • Windows 10
  • Software Installation
  • ITIL
  • Networking
  • Service Desk
  • Windows
  • Microsoft Exchange
  • Computer Hardware
  • System Administration
  • Information Technology
  • Office 365
  • VMware
  • Microsoft Endpoint Configuration Manager
  • Operating Systems
  • L1 Support
  • Windows XP
  • Remote Desktop
  • Printer Support
  • Citrix
  • SQL
  • VMware vSphere
  • TeamViewer
  • IT Service Management
  • Technical Support Management
  • Microsoft SQL Server

Showcase Your Technical Skills

As a Service Desk Analyst, you are the first line of defense for resolving technical issues for your company’s employees. That means you need to be proficient in a variety of programs and systems in order to do your job effectively.

Some of the programs and systems that Service Desk Analysts typically use include: help desk software, ticketing software, remote access software, chat software, and customer service software. Additionally, Service Desk Analysts need to be familiar with the company’s network and how to troubleshoot network issues.


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